by Colin Shaw | Feb 23, 2010 | Customer Experience, Social Media
A case study in customer experience and social media Director Kevin Smith had a rather unfortunate incident flying on Southwest Airlines, where he was kicked off the plane for (as he tweeted) being “too fat”. I won’t go into exact details here, but you can read all...
by Colin Shaw | Feb 17, 2010 | Customer Behaviour, Customer Experience, Expert's Insights, Market Research, Social Media
Facebook, Amazon, eBay, Twitter, WordPress. The biggest brands on the web all allow people to ‘publish’ in some form. Whether that is in the form of status updates, reviews or blogs – allowing customersinto your brand allows for greater engagement. There are a million...
by Colin Shaw | Feb 16, 2010 | Customer Experience, Expert's Insights, Social Media
Forrester is recalling its troops. After a number of years in the social media space and highlighting how to be a ’social’ business, Forrester has released a restrictive social media policy for its employees – one that aims to stop employess publishing...
by Colin Shaw | Jan 27, 2010 | Social Media
Keeping a consistent tone, message and strategy across all your social media properties is vital to presenting a coherent online experience that your customers will expect. Keeping large organisations all on the same party line can be tricky, which is why a number of...
by Colin Shaw | Jan 26, 2010 | Customer Experience, Social Media
Roger Dooley at Neuromarketing reports that in an a effort to add an emotional layer to websites, the World Wide Web Consortium (W3C), the main standards body for the Web, has released a draft for an Emotional Markup Language spec to be used in future web builds....
by Colin Shaw | Jan 21, 2010 | Customer Behaviour, Social Media
Thanks to Convergys for some interesting recent press. The basic strapline is one bad tweet can cost you 30 customers. We have probably all heard how Dave Carroll’s song about United Airlines breaking his guitar received 4 million hits. Well a recent study has tried...
